Case Study: CA Technologies achieves revitalized revenue growth and higher NPS with Medallia

Transforming an organization with a customer-driven purpose

CA Technologies, a global IT management software leader, faced the challenge of revitalizing growth amid rapid market change and shifting customer expectations. To get closer to customers and scale listening across its 11,000 employees and operations in 40 countries, CA Technologies partnered with Medallia to embed a customer-driven purpose and capture feedback at scale using Medallia’s platform.

Medallia implemented a solution centered on its Text Analytics and Mobile application to drive company-wide listening, closed-loop action, and frontline adoption. As a result, CA Technologies saw NPS increase steadily since 2014, Support satisfaction consistently above 9/10, a more than 40% rise in first-day Support issue close rate, over 60% faster issue-to-resolution times, 81% of employees adopting personal CX goals, and revitalized revenue growth — all enabled by Medallia.

CA Technologies

Dayton Semerjian

GM, Global Customer Success